Joan Muñoz Email & Phone Number

Bogotá, Capital District, Colombia

Bogotá, Capital District, Colombia

• Key responsibilities:
• Served in a full-time role at Capstone Logistics, overseeing road freight operations across US territories within the 3PL sector.
• Communicated effectively with shippers, receivers, dispatchers, warehouses, drivers, and customers to track freight movements and provide tracking updates for both:- LTL (Less-Than-Truckload)- FTL (Full Truckload).
• Took responsibility for promptly escalating any detention, TONU (Truck Order Not Used), or delays related to freight shipments to facilitate proactive problem-solving and ensure high levels of customer satisfaction.
• Scheduled appointments and facilitated invoicing processes for any unexpected charges such as fuel, restacking, TONU, or lumper fees, ensuring the seamless completion of the supply chain cycle.
• In charge of gathering the delivery documentation, including Bills of Lading (BOL) and Proof of Delivery (POD), and escalated any Overages, Shortages, and Damages (OS&D) to customers.

Bogotá, Capital District, Colombia

• Key responsibilities:
• Held a fully remote position as a Virtual Assistant, contributing to various business lines within Cash App by conducting and delivering training sessions.
• Assumed responsibility for delivering agenda topics during training sessions in the absence of the trainer, ensuring seamless continuity.
• Managed administrative tasks such as:— Calendar Management— Appointment Scheduling— Case Escalation/ticket Follow-up— Managing the client's email inbox— Handling Customer's Agenda— Managing the client's CRM
• Developed and maintained presentations and organizational materials, ensuring they were updated with the latest information to deliver accurate and current content.
• Provided shadowing sessions and Nesting support to new hires. Subject-Matter Expert.

Bogotá, Capital District, Colombia

• Key responsibilities:
• Provided fully remote Back Office position within the Cash App Disputes Team, providing suitable support on various cases such as: — Dispute Reversals— Chargebacks— Unrecognized Transactions— Duplicate Transactions—.
• Managed US disputes, actively preventing fraud patterns, evaluating and processing transaction refunds or denials, reviewing and requesting dispute documentation, and ensuring compliance with regulatory guidelines.
• Managed card reissuing protocols in response to fraud incidents to prevent unauthorized transactions.
• Identified and reported instances of customers attempting “Dispute Abuse” or seeking unauthorized refunds.

Bogotá, Capital District, Colombia

• Key responsibilities:
• Provided fully remote customer service and technical support for Cash App to US customers, dealing with various financial products and services such as: — P2P payments — Card Transactions — Boost — Afterpay —.
• Facilitated customer identity verification processes, adhering to KYC guidelines.
• Assisted customers with statement clarification and offered basic tax support services, including filling, direct deposit refund, and IRS inquiries.
• Investigate and reported any unauthorized access/transactions to the customer's account, such as: ATO (Account Takeover)
• Managed dispute resolution processes by collecting necessary information and initiating case creation, ensuring compliance with policies.